Falsely sold a product and no accountability from the company

The email from me was sent on the 27th of March 2018.

I started my contract with MotorVaps and Santam on 25/12/2017. The Compareguru Salesman (Kabelo Ntsulumbana) advised me that for R570.00 I will be covered for comprehensive Insurance under Santam and for R199.00 I will be covered for Excess Eraser VAP. I was specifically told that no Excess fees need to be paid out by me under any circumstances.

After checking out what other insurance companies offered, I decided to go with MotorVaps and Santam, as I truly thought it was a great deal that I had been offered. On 13/02/2018 I received an email from Kabelo claiming that he has been trying to call me (no evidence to this) and that I should contact him. I tried to contact him the following day, however I was informed that he was busy and will call me back (which he never did).

On the 7th or 8th March I tried to contact Kabelo yet again as I had not heard from him, to my astonishment I was advised that he doesn’t work at Compareguru any longer. I was then transferred to Graham Jones (Head of Financial Services), who CLEARLY stated that his sales agents were selling the product incorrectly, hence they sent the call back email. He informed me that “the contract I had agreed to, will ONLY pay out Excess if the costs amount to R30 000.00 or more and if anything less than the mentioned amount, I will need to pay it myself”. Graham then suggested that he appoints a sales agent to contact me for another/different qoutation. I agreed to his suggestion and also informed him that I will lay a complaint in the interim.

I am unhappy about the service provided thus far! This is not what I agreed to pay R770.00 for! I was misled by the Kabelo Ntsulumbana. I should not be paying for Coampareguru’s mistakes.

I simply asking that I remain on the deal Kabelo initially offered me: that for R570.00 I will be covered for comprehensive Insurance under Santam and for R199.00 I will be covered for Excess Eraser VAP. I was specifically told that no Excess fees need to be paid out by me under any circumstances.

If the above cannot be met, I then request the below:

To have this contract cancelled with immdiate effect and at no cost to me. For a refund, as I was paying for a service/benefit (Excess Eraser VAP) I was NEVER covered for.

#Please attached communication between me and Kabelo. I would appreciate the telephonic voice log as requested from Graham.

Please forward this to respective personnel and also Mr Mark Ridsdale as stated in the disclosure process.

The only response i received from Graham Jones on the 28th of March 2018 is as follows:

Dear Zandile,

Thank you for the email.

We will inform you regarding the next steps to be taken. We have contacted MotorVAPS for a decision.

We will be in contact with you shortly.